Learning and Development Specialist

About The RoleWe are seeking a Learning & Development Specialist to drive capability development and foster a strong culture of continuous learning across a high-performing, remote-first organisation.In this role, you will identify capability and skills gaps, design practical learning solutions, facilitate engaging development programs, and measure their impact on individual and organisational performance. You will work closely with performance, technical capability, People & Culture, customer success, and operational stakeholders to ensure learning initiatives support business objectives, customer expectations, career progression, and measurable capability improvements.The role offers an opportunity to shape learning pathways across technical, professional, customer service, leadership, and behavioural development while building initiatives that encourage employees to take ownership of their growth.Ideal ProfileRequired Skills & Experience3+ years of experience in Learning & Development, Organisational Development, or Corporate TrainingProven experience conducting training needs analysis and identifying skills and capability gapsStrong experience designing and implementing learning programs from concept through deliveryExcellent facilitation and presentation skills, with the ability to engage diverse audiencesExperience creating effective training materials, learning resources, assessments, and practical activitiesDemonstrated ability to drive learning engagement and continuous development initiativesStrong stakeholder management and cross-functional collaboration skillsExcellent written and verbal English communication skillsAbility to analyse data and identify capability, behavioural, and performance trendsStrong organisational, project management, and prioritisation skillsDesired but Not EssentialExperience within a BPO, IT services, or professional services environmentExperience supporting remote or distributed teamsA qualification in Learning & Development, Adult Education, Human Resources, or Organisational DevelopmentExperience developing blended learning solutions incorporating instructor-led, virtual, and self-directed learningResponsibilitiesLearning Needs AnalysisConduct organisation-wide training needs and capability assessmentsIdentify skills gaps using performance reviews, customer feedback, coaching outcomes, quality results, and leadership insightsAnalyse capability requirements across customer accounts and technical disciplinesEstablish annual and quarterly learning priorities aligned with organisational needsRecommend targeted learning interventions that improve business performanceMonitor emerging skills, customer requirements, and relevant industry trendsLearning Program DesignDesign structured learning pathways across technical, professional, customer service, and leadership developmentDevelop onboarding programs and role-specific learning roadmaps aligned with career progressionCreate facilitator guides, participant workbooks, assessments, practical exercises, and supporting resourcesDevelop blended learning solutions incorporating workshops, self-paced resources, videos, and coaching activitiesRegularly refresh learning programs to reflect changing industry trends and customer expectationsTraining DeliveryFacilitate engaging instructor-led workshops both virtually and in personApply adult learning principles to create interactive and effective learning experiencesCoordinate subject matter experts to deliver specialist technical contentFacilitate onboarding and refresher training based on performance trends and customer feedbackProvide managers with coaching resources that reinforce learning outcomesAssess participant understanding through practical activities and assessmentsLearning Culture & EngagementChampion continuous learning by making development relevant, engaging, and connected to career progressionIncrease participation in voluntary learning and development initiativesCreate learning campaigns, challenges, recognition programs, and development initiatives that encourage ongoing growthEmbed learning into one-on-one conversations, coaching sessions, and performance reviews in partnership with People & Culture and Customer SuccessIdentify barriers to learning participation and implement strategies to improve engagement and completionUse employee feedback and participation trends to continuously improve learning initiativesCollaboration – Performance & Behavioural DevelopmentTranslate coaching themes into scalable learning programsDevelop training that addresses behavioural and performance trendsReinforce coaching outcomes through structured learning interventionsMeasure behavioural improvements following learning initiativesCollaboration – Technical CapabilityBuild technical capability frameworks and learning pathwaysCoordinate technical subject matter expertsSupport certification and technical development initiativesEnsure learning programs remain aligned with evolving technical requirementsCollaboration – Customer SuccessUnderstand customer expectations and capability requirementsIdentify customer-specific learning needsDevelop tailored learning solutions where requiredSupport customer onboarding through targeted learning initiativesLearning EvaluationEvaluate participant feedback and knowledge retentionTrack behavioural improvements following learning interventionsMonitor improvements in customer satisfaction, productivity, quality, and performanceAnalyse learning participation and engagement metricsReport learning outcomes and return on investment to leadershipUse evaluation insights to continuously improve learning effectivenessBench Team Member DevelopmentPartner with People & Culture Business Partners to keep bench team members engaged, productive, and development-readyCreate structured development plans based on technical and professional capability needsConduct capability assessments to identify skills gaps that may affect future deployment opportunitiesCoordinate technical, professional, and behavioural development activitiesWork with performance and technical capability stakeholders to prepare team members for upcoming customer opportunitiesTrack individual development progress and provide regular updates to relevant stakeholdersEncourage participation in Guilds, certifications, mentoring, and learning initiativesMeasure improvements in capability and deployment readiness through assessments and practical applicationSupport motivation through meaningful learning opportunities and career development discussionsGuild Leadership & Capability CommunitiesPartner with subject matter experts and Guild Leaders to identify emerging technical, operational, and professional development needsDesign and deliver Guild learning initiatives, workshops, technical demonstrations, and knowledge-sharing sessionsProvide learning design, facilitation, and presentation support to strengthen Guild experiencesDevelop an annual Guild learning calendar aligned with business priorities, customer needs, and capability gapsEncourage subject matter experts to contribute reusable learning resources, best practices, and technical documentationSupport subject matter experts in becoming internal educators and capability championsMeasure Guild learning effectiveness and continuously improve participation and outcomesMeasures of SuccessEstablish comprehensive capability frameworks across key operational rolesImplement a repeatable approach to training needs analysis and skills gap identificationDeliver effective learning pathways across technical, customer service, leadership, and professional capabilitiesImprove capability and customer outcomes through impactful learning programsIncrease participation in voluntary learning and development initiativesEmbed a recognised culture of continuous learning into everyday work and career developmentStrengthen partnerships between learning, performance, technical capability, and operational teamsEnsure bench team members have active development plans and measurable improvements in deployment readinessIncrease participation in Guilds, certifications, workshops, and capability initiativesEstablish and deliver an annual Guild learning calendar with strong subject matter expert participationGenerate positive participant feedback and measurable learning outcomesHow we take care of our team💰 Get paid in Australian Dollars🏥 Medical insurance from day one for you + spouse (or parents if unmarried)🩺 Generous OPD coverage from doctor visits to all your medical needs🏡 Home office setup allowance to build your ideal workspace🌐 Internet allowance to keep you connected💪 Gym & wellness allowance to stay fit and balanced🎉 Work hard, play hard – regular team events & engagement activities🧠 Diji Assist – Mental health & counseling support when you need it📚 We invest in you – reimbursement for industry certifications🗣️ Open-door culture – your ideas and feedback always matter🌍 Flexible work – home or office, wherever you do your best work🏆 Rewards & recognition that actually recognize you🥳 Great christmas & financial year-end parties to unwind with your loved onesWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.